⚖️ Moderation Policy
Transparency on how we protect the sanemos.ai community
Last updated: March 1, 2026
1. Purpose of Moderation
sanemos.ai is an emotional support space for people in grief. Moderation exists to maintain a safe, compassionate, and respectful environment where everyone can share and seek support without fear of harm, harassment, or misinformation. Our goal is not to censor pain or difficult experiences — grief can be dark, and that is valid. We moderate to protect, not to silence.
2. Content Not Permitted
The following categories of content are removed or blocked: • Hate speech or discrimination based on race, gender, sexual orientation, religion, nationality, disability, or other protected characteristics. • Harassment, threats, or intimidation directed at other users. • Content that actively promotes self-harm or suicide (this is distinguished from the expression of pain or suicidal thoughts, which receives support and referral). • Dangerous misinformation about mental health, medical treatments, or emergencies. • Unauthorized commercial advertising, spam, or covert promotion of services. • Explicit or unsolicited sexual content. • Personal information about third parties without their consent (doxing). • Malicious code or phishing attempts.
3. Moderation Process
We use a combination of automated and human moderation: • AI automated moderation: content published (community letters, shared journal entries, resources) goes through an automatic review system that evaluates whether it complies with the guidelines. If the system has high confidence that the content is appropriate, it is published directly. If there are doubts, it goes to human review. • Human review: the moderation team reviews content flagged by the system or reported by users. We respond within 48 business hours for most cases. • AI conversation moderation: conversations with AI companions also pass through a moderation layer that blocks harmful content in real time.
4. Sanctions Scale
Sanctions are applied progressively and proportionally to the severity of the violation: • Warning: for minor violations or first-time transgressions without clear intent to harm. • Strike (formal notice): the offending content is removed and the user receives a notification with the reason. Three accumulated strikes may result in suspension. • Temporary suspension: restricted access to features for a specified period (7 to 30 days depending on severity). • Permanent suspension: for serious or repeated violations, such as systematic harassment, active promotion of self-harm, or attempts to circumvent prior sanctions. In cases of immediate danger (content indicating an active suicide crisis or similar), the team also offers referral to support resources before applying any sanction.
5. How to Report Content
Any user can report content they consider problematic: • In AI companion chats: use the ⚑ button at the top of the chat. • In community letters, resources, or comments: use the report button available on each item. • For general reports: use the form at contacto@sanemos.ai or write directly to our team. All reports are anonymous to the reported user. Our team reviews them within a maximum of 48 business hours.
6. Appeals Process
If you believe a moderation decision was incorrect, you have the right to appeal it: 1. Write to contacto@sanemos.ai indicating: your display name, the content or action affected, and your reasons for the appeal. 2. You will receive a response within 5 business days. 3. Appeals are reviewed by a team member different from the one who made the original decision. 4. If the appeal is valid, the sanction is revoked or reduced. If not, the reasons are explained. In the future, we will enable an appeals form on the platform to make this process easier.
7. Transparency and Statistics
We are committed to periodically publishing transparency reports that include: • Number of content items reviewed per period. • Number of sanctions applied by category. • Average resolution time for reports. • Significant changes to moderation policies. These reports will be available on the platform once we reach the activity volume needed for the data to be meaningful.
8. Moderation Team Contact
For any inquiries related to moderation: Email: contacto@sanemos.ai Response time: maximum 48 business hours If the content involves an immediate risk to a person's life, please contact emergency services in your country first.
Do you have a complaint or appeal about a moderation decision?